Product Supportability Project Manager

Company Overview

KLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem. Virtually every electronic device in the world is produced using our technologies. No laptop, smartphone, wearable device, voice‑controlled gadget, flexible screen, VR device or smart car would have made it into your hands without us. KLA invents systems and solutions for the manufacturing of wafers and reticles, integrated circuits, packaging, printed circuit boards and flat panel displays.

The innovative ideas and devices that are advancing humanity all begin with inspiration, research and development. KLA focuses more than average on innovation and we invest 15% of sales back into R&D. Our expert teams of physicists, engineers, data scientists and problem‑solvers work together with the world’s leading technology providers to accelerate the delivery of tomorrow’s electronic devices. Life here is exciting and our teams thrive on tackling really hard problems.

There is never a dull moment with us.

The KLA Services team headquartered in Milpitas, CA is our service organization that consists of Service Sales and Marketing, Spares Supply Chain Management, Field Operations, Engineering, Product Training, and Technical Support. The KLA Services organization partners with our field teams and customers in all business sectors to maintain the high performance and productivity of our products through a flexible portfolio of services.

Our comprehensive services include proactive management of tools to identify and improve performance; expertise in optics, image processing and motion control with worldwide service engineers, 24/7 technical support teams and knowledge management systems; and an extensive parts network to ensure worldwide availability of parts.

New and sustaining product service engineering. Serves as the central technical resource and works with software and hardware development engineering, manufacturing, technical support, quality, marketing and field teams as the product(s) move through the Product Life Cycle (PLC). Will be fully coordinated and working directly with aforementioned teams to incorporate effective serviceability, reliability and service business practice improvements into product compose.

Works to optimize serviceability, reduce cost‑of‑service through all stages of the PLC, and improve short‑ and long‑term product service revenue performance. Involvement lasts throughout all stages of a product’s lifecycle to ensure system level product performance is continuously supervised and meets established specification. Drives continuous improvement of system hardware, diagnostics and software, tooling, user documentation, knowledge management, and training.

• Solid understanding of overall system operation, system integration, and system calibrations.
• Influence early PLC compose to include features that will optimize KLA’s service business: calibrations and diagnostics, Cost of Service (CoS), reliability, inventory tolerances, Intellectual Property (IP) protection.
• Act as a two‑way conduit of information between development teams, and tech support and service personnel.
• Very adept at 7‑step trouble‑shooting, including driving learning and standardization where appropriate.
• Full understanding of the need to protect our service IP, and apply best knowledge management into documentation, FRUs, tooling, and training.
• Able to step into a difficult beta and sustaining customer concern, analyze data from various sources, and, working with divisional authorities when vital, provide a detailed action plan suitable for execution by Customer Service Engineer (CSE) and Technical Support Engineer (TSE).
• Leverage learning and knowledge across the Tech Support organization through training classes, scripts, mentoring, documents and updating other knowledge collection tools. Develop and promote the use of Merlin and Solution Point during Beta and released product phases.
• Ensure that learning on current generation tools is gathered and applied to next generation builds.
• Works with Learning…